2/5

posted Jan-03-2012

I just received notice (Jan. 3)from Velocity Micro that they have not received the defective computer I was sending back to them. I returned the item by Fedex on the 19th of Dec. and, according to Fedex, it was delivered to their front door on the 20th of Dec. at 11:30 a.m.

I bought a computer from them in August of this year and was so pleased with it I bought another one for my wife in Oct. It did not arrive when promised which spoiled the birthday surprise for my wife. (I was not too upset because I was confident that their product was worth the additional wait time.)

Unfortunately, there was software installed I did not order (Bluetooth) and the computer would not boot correctly even though I used the same procedure to update and install virus security as I did my own. I finally tried re-installing the OS but it was having problems reading the hard drive. My expectations are that I should not have any problems with a brand new computer.

I run a chemistry laboratory with highly technical computer systems which I help install and troubleshoot periodically so I am meticulous in following instructions and setting systems up. Of course, tech service implied I did something incorrectly. I did not want to go through the hassle of trouble-shooting since the computer was already delayed arriving by two weeks since they claim they were waiting on motherboards. As an earlier poster mentioned, no one contacted me about the delay and I had to contact the company multiple times to get any answer.

I obtained an RMA from support and followed their procedure to the letter to return the computer. Now they are saying they haven't received it and the RMA has expired. (Sigh) I had hoped to avoid a long protracted process but I had a feeling this would also be a painful process.

I will update as this situation evolves.

(To be honest, I am really disappointed the system did not work since I am fiercely loyal customer when I do stumble across products that meet my expectations. My wife still needs a computer and I really did not want buy any of the popular brands and prefer a system that I have specifically selected.) I was especially pleased since they are a Virginia company and are located only 50 minutes from my home.

I am hoping for a positive resolution; yet them sending me an email saying they have not received the system does not look good.

Update Jan 3, 2012. Today I received an email from Ellen stating they had received by system and was forwarding my information to accounting to issue my refund. As of Jan 7, 2012 I am still waiting for the refund. Ironically, because of the superb operation of my own system, I was still thinking about purchasing another system for my from Velocity since I was hoping that the one I returned was just a fluke and despite the fact of the entire process to return it costing me over $200 (restocking fee and shipping). I have decided to wait and see how long it is going to take to issue my refund. All I wish to be treated is fairly...it seems that businesses these days are overly focused on the short term money.

Update Jan 18, 2012
I still have not received a refund and I have trouble getting to someone in the business office. (Sigh) I feared this would happen. I will probably let the credit card people handle this because it just seems so silly and unprofessional. They sent me a defective product (late also), I paid for it to be returned, they are going to charge me over $200 for the (so-called) restocking fee for the defective product and they still have not return my money. They charged my account on Nov. 15, 2011 so this has been going on for over two months with me not having a product nor having my funds returned. Does it really have to be this difficult? What is the purpose? I was hoping my treatment was a fluke and was going to order another system....but this process is really sad.

Update Jan 24, 2012
On Jan 19th I received an email from Velocity after I contacted my credit card company. It stated they are issuing me a refund. That was a week ago and I am still waiting. This has become a very sad situation.

Update Jan 25th.
After an another email to my credit card company, my refund was credited today. Needless to say, I am very disappointed in Velocity Micro because I really wanted the system I purchased since my first one is working extremely well. Hopefully they will get better in the future and realize the value of word-of mouth recommendations and customer service.

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